TripAdvisor Traveler Rating

Loved it. Ana at the genesis casino was amazing and wandys made the best drinks. 5 stars for the staff. Resort could use some more daytime activities but food and activities that they had were great.

We arrived at the hotel around 11:00 a.m. and were informed that check-in would not be possible until 3:00 p.m., despite my Marriott Elite status. There was no acknowledgment of this status—not even a simple “thank you for your loyalty”—and no flexibility offered. There were also no upgrades available, complimentary or paid, which was fine. However, the Diamond upgrade is absolutely not worth it unless you want pool that the chairs are always full yet no one is sitting in them. Our Renny Travel transportation from the airport was excellent. Upon arrival, the hotel staff took our luggage and placed our backpacks behind their desk. I had two envelopes of cash hidden in the inside pocket of my backpack. Earlier, I had discreetly taken out some tip money, believing it was done privately. We accessed our room promptly at 3:00 p.m.—again, with no flexibility for early entry. Our room itself was lovely, but it was nowhere near the rest of our family, despite us mentioning this multiple times ahead of schedule (and you would think they had a section just for Diamond upgrades). We understood the hotel was at capacity, so we accepted this. Our Diamond service butler was largely unhelpful throughout the stay. We relied almost entirely on my family’s other butler. It took three days to receive our complimentary in-room alcohol. On our first night, My wife's purse was STOLEN from the location where we were seated. To this day, we continue to follow up with our butler, who claims to be reviewing surveillance footage, but we have received no answers. The response was "we have people from outside come into the hotel into our hotel"; making it seem like an inside job. The following morning, we discovered that the two envelopes of cash from my backpack were missing. I returned to the front desk to report this and noticed that our backpacks had been placed behind a photocopier machine that conveniently blocked the only visible camera. Overall, the service at the hotel ranged from poor to unacceptable. Each evening, we were told it was not possible to seat our family together for dinner and were consistently given an 8:30 p.m. reservation. While this normally wouldn’t bother us, nearly every restaurant we visited was mostly empty. Despite this, accommodations to sit at one large table were only made at the Brazilian steakhouse and the teppanyaki restaurant—and only after we insisted. On New Year’s Eve, we were seated at 9:30 p.m. for our 8:30 reservation, and again, we were the only guests in the restaurant. We ultimately squeezed into one table just so we could be together. We have stayed at many all-inclusive resorts as a family, and this was the first time we were given such difficulty due to the size of our group. Bar service was inconsistent at best, depending entirely on how much time you were willing to wait. I understand “island time,” as I lived in the Caribbean for two years, but this went beyond that. As for the food, Oceanside and the Italian restaurant were about a 3/10, while the Brazilian steakhouse was the best at around a 7/10. Room cleaning was inconsistent—some days excellent, other days it seemed as though only the bed had been made. The hallways are full of plates that took a day or two to clean up. On departure day, our butler said he would assist with our luggage but never showed up. After waiting over 30 minutes, I carried three suitcases to the front desk myself as our shuttle was arriving. Ironically, the butler appeared just in time to watch us get into the cab and collect his tip, which I reluctantly gave. Overall we will not be visiting this hotel again and the service is not of Marriott standard.

We went Diamond club check in and check out were bad, two hour wait when we arrived and they clearly hadn't realised we had booked Diamond Club. Took us four days of constant asking to resolve . First world problems but they constantly try upgrade you so why not make sure you get what you paid for . Oceanside restaurant is great for breakfast , the other specialist restaurants are ok with Hunters probably the best . Most staff are welcoming, main reception being the exception .Food overall is average, the place is huge and seems to struggle to keep up with the amount of people . The usual towel wars take place here , saw an almost fight over towels on beds twice while here , make friends with "Superstar "the pool concierge in Diamond club he does a great job as do all the pool staff. Nice break but much more for families than couples so will look elsewhere if come back . Take dollars and tip and smile and if you can speak a little Spanish give it a go it will help your holiday experience .

My experience was the best! The hotel is beautiful, the food is amazing, staff is great, we absolutely loved everything! Great location, rooms are clean and comfortable, we loved the bar by the pool and the one at the lobby.

Great space, rooms were always clean and stocked. Beds are comfortable. Air conditioner worked great. Transportation was organized and on time, comfortable and the driver was safe. The Diamond Club is a must if your booking here. Michael our butler was amazing. Starlin and Manuel our pool attendants were amazing, attentive, and supported all our needs. Our breakfast (Baeliy and David) wait staff were great. The buffet always had good food and lots of selection. Stephany our host was always waiting with a smile and a positive attitude she made our day start right. The wait staff was quick and happy. Great service. The vibe team made sure we were included in all the activities and made our kids comfortable. Charleny was so fun with a great attitude. Our room was not ready when we arrived but the Diamond Club staff made our wait short with there attitude and attentiveness. We had a birthday and and anniversary celebration at the Rio restaurant, Barnaby (may have spelt his name wrong) was awesome and happy. He organized a special Happy Birthday song for my wife. We had 16 people in our group everyone left happy and said they would all return to this resort. This was our second time at this resort, some in our group have been three times. Great resort. For our group there were very little negative comments that are not really worth including. Great trip over all. We are all from Ontario, ????.